Technical Service Desk Agent

We are currently urgently seeking a Technical Service Desk Agent to work in Belgium for a fantastic 5 month contract opportunity!

PLEASE NOTE WE REQUIRE CANDIDATES TO SPEAK GERMAN, DUTCH AND ENGLISH FOR THIS ROLE.

You will be expected to:
Provide remote troubleshooting services to end users
Provides Tier I telephone, Chat and Email support to end users
Responsible for monitoring and processing web-based and voice based requests for customer assistance
Effectively questioning and actively listening to all callers to capture all information needed to resolve or triage customer issues while recording all troubleshooting and communication in the Service Desk ticketing system.
Performs basic and routine Call Center tasks by monitoring Service Desk phone queue and call groups
Participating in maintenance of knowledgebase to aid in assessing and diagnosing hardware/software problems.
Being an active participant of the Service Desk support team, working to maximize the effectiveness of the entire team
Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings
Answer basic questions about installation, operation, configuration, customization, and usage of assigned products
Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
Escalate complex problems to the Remote Support Engineering staff or Field Engineering
Escalates complex problems to higher level of expertise within organization
Implement the corrective/preventive action identified
Co-ordination with the other support groups and Domains
Discuss management of risks in advance with the Domain Leads
Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
Ensure that the policies and procedures set by our client are adhered to
Escalating to higher management whenever required
Report the status to the higher management

QUALIFICATIONS AND EDUCATION REQUIREMENTS
Bachelor's Degree and 3+ years of equivalent experience
ITIL concepts strongly preferred

PREFERRED SKILLS
Excellent Communication/interpersonal skills
Technical Service Desk Call taking experience
Troubleshooting Knowledge of Computer Hardware, Operating Systems, Desktop applications & computer networks
Experience in documenting technical as well as Process related topics and updating the same in the knowledge repository.
Perform quality audit on end user contacts (calls as well as user generated tickets/emails).
Exposure to collection of Metrics data & data analysis
Awareness of ITIL processes
Hands on experience in Knowledge management system maintenance
Must be available weekends and for shifts outside normal business hours

TECHNOLOGY BRIEF
Overall knowledge of Operating system usage and troubleshooting which would include all different versions of windows and common Office software packages such as MS Office, MS Visio, MS Project and other common office productivity packages.

Experience in using BMC Remedy ITSM Knowledge management module to perform the following functions:
Perform Access control Management for all groups
Perform periodic reviews of current usage and quality of the knowledge articles
Quality checks of Knowledge articles and publishing
Knowledge article authoring based on current Service desk resolution